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    Success Under Duress: Emotional Intelligence, Conflict Management, and Negotiations

    See how improving management skills can diffuse conflict and increase productivity

    According to a report in the New York Times, between 48-50% of an employee’s time is spent in conflict situations. Further, organizations that have a process for resolving conflict in the workplace are much more productive than those who do not.

    In this course, we will investigate a range of methods for alleviating sources of conflict and successfully addressing the underlying interests of all concerned. We will also examine a process for facilitating and resolving conflict between two parties.

    With the powerful knowledge gained during this course, you will be able to:

    Understand Emotional Intelligence

    • Achieve a better understanding of your emotions
    • Identify effective strategies for managing your emotions
    • Establish emotional boundaries

    Establish effective working relationships

    • Recognize your options for conflict resolution
    • Give people “a way out”
    • Develop respectful responses to disrespectful behavior

    Develop effective negotiation skills

    • Negotiate with strength and confidence
    • Understand the intent behind the other party’s position
    • Achieve negotiated results that work for both parties

    Day 1: Emotional intelligence

    • Learn how emotions are sources of information and energy
    • Identify the emotional triggers in your work environment
    • Understand, manage, and enhance your emotional intelligence  
    • Improve your self-awareness and self-control
    • Move from “judgment differences” to “valuing differences”
    • Enhance your self-awareness, relationships, and influence

    Day 2: Working with difficult people and situations

    • Understand your conflict “default setting” and its limitations
    • Discover how to view conflict systemically and depersonalize it
    • Explore the link between conflict, engagement, and creativity
    • Learn how to build relationships during conflict
    • Examine and practice strategies for conflict resolution

    Day 3: Negotiations

    • Discover the process and skills of mutual gains negotiation
    • Learn how to negotiate interests rather than position
    • Separate the people from the problem
    • Understand your perceptions and emotions to avoid getting your “buttons pushed” in a negotiation
    • Learn how to prepare and open the negotiation discussion
    • Practice negotiation techniques in role plays
    • Deal effectively with people who don’t play fair

    Robert Jeffers

    Robert Jeffers brings a passion for helping people make connections between their goals and actions to thousands of participants each year in business, industry, health care, associations, education, and government. His programs are packed full of practical advice, participant interaction and fun. Participants in his programs often remark that their time with him is meaningful because he teaches audiences something real about people that can be put into practice immediately. Jeffers brings actual global experience to the platform, having lived and traveled in 48 countries.

    Tony Nagle

    Tony Nagle is president of A.G. Nagle Company (AGN), a training and development firm specializing in negotiation and sales strategies. Known nationally as a negotiations expert, he has trained people from industries ranging from manufacturing to banking to telecommunications. Tony is a graduate of Hobart College in Geneva, New York. Prior to starting his own company, Mr. Nagle was in sales and marketing with Owens-Corning Fiberglas and a national accounts manager for Wilson Learning.